90K–110K USD / year
Trust & Integrity Manager
OperationsRemote — United States
Published on 2026-10-15
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About this role
Lead the function that protects patient safety, advocate accountability, and the integrity of Solace’s platform. The role oversees investigations and complaint handling, establishes standards and escalation processes, and uses risk patterns to guide improvements as the organization scales.
About the company
Solace Health pairs patients with expert healthcare advocates and tools that help them navigate insurance, care decisions, and the complexity of the U.S. healthcare system.
The team
Customer Experience
What you'll do
- Manage and coach Trust & Integrity Specialists, setting expectations and development paths.
- Establish workflows, service-level agreements, and quality standards for complaints, investigations, and advocate oversight.
- Oversee high-severity patient safety concerns and coordinate urgent cross-functional responses.
- Maintain investigation records and improve standard operating procedures and ethical guidelines.
- Monitor risk signals, lead root-cause analysis, and report significant patterns to leadership.
- Partner with operations, clinical, product, legal/compliance, and QA stakeholders on trust and integrity matters.
What we're looking for
- Experience leading a team in trust and safety, patient advocacy, healthcare operations, compliance, or a related field.
- Experience building or scaling processes, standard operating procedures, or playbooks in a high-stakes environment.
- Strong judgment, investigative skills, and a calm, methodical approach to sensitive situations.
- Excellent written and verbal communication, including presenting findings and recommendations to leadership.
- Familiarity with complaint management, incident reviews, or risk frameworks.
- Must be based in the United States.